Experience Investigators by 360Connext
MARCH 24, 2016
Consumers have power. In the old-school approaches to business, companies thought they were essential if they sold goods and services people wanted. Nowadays, the abundance of competition means that no single company can afford to become complacent. For long-term success, they need to focus on making their customers return. To ensure such loyalty, companies must form healthy […].
Customer Bliss
MARCH 24, 2016
Customer desire is an emotion, and emotions can bond you with your customer. Companies that understand the powerful emotional pull of customer desire obsess about getting to know their customers and learning their desires. (And sometimes those desires can be simple. Go back to listening to customers and learn how achievable customer desire may be.).
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Beyond Philosophy
MARCH 23, 2016
In this series, professionals debate the state – and future – of their industry. Read more here , then write your own #MyIndustry post). It’s not as lonely at the top as it once was. Where the standard C-Suite many years ago was a triumvirate of power shared between the CEO, the COO, and the CFO, today there are CIOs and CMOs, too. Now, I propose they make a little more room for the latest addition to the leadership: The Chief Customer Officer (CCO).
NICE inContact
MARCH 22, 2016
Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016 ). In the report, the research firm presents an assessment based on quantitative and qualitative characteristics that explain success in the market. We are proud to be placed in the Leaders category with the following strengths: Functionality.
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Today’s digitally savvy customers have high expectations of retailers for convenience, responsiveness, and ease of doing business both in-store and online. Our recent survey of over 2,000 US consumers found that retailers that can drive a seamless, omnichannel customer experience (CX) – across physical and digital channels – have huge benefits for brand relevance, profitability, and customer loyalty.
Customers That Stick
MARCH 20, 2016
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CXDNA Update brings together the best content for customer experience professionals from the widest variety of industry thought leaders.
Beyond Philosophy
MARCH 21, 2016
Hiring people is one thing. Getting them engaged about their employee experience after they are hired is something else. However, in the job market we find ourselves in 2016, the two activities are critically important and intrinsically linked. The job market conditions are changing. Fortune ran an article at the end of last year that said, “It looks like the ‘jobless recovery’ has finally breathed its last breath.
CSM Magazine
MARCH 24, 2016
Going the extra mile is an old expression. It describes people who provide better customer service, do a little more than expected and try a little harder. This is a great concept for customer service and is further enhanced by Roger Staubach, the Hall-of-Fame football player who played quarterback for the Dallas Cowboys. He said: There are no traffic jams along the extra mile.
ijgolding
MARCH 24, 2016
Is it just me or do you find it weird when you search for someone on social media and you can’t find them? The same goes for businesses. If you don’t offer your customers numerous ways to contact you, the likelihood is the customer’s opinion of you is going to go down. Even if you have a Twitter account for promotional aspects only, you’re missing out on a whole world of customer service you could offer.
Michel Falcon Experience
MARCH 23, 2016
I wasn’t planning on writing this post but Twitter sent me a notification that Hunter Walk and many other tech influencers and VC’s started following someone called @TayandYou. I was intrigued. Who was @TayandYou? As described in her Twitter bio, @TayandYou is a property of Microsoft and their AI family. @TayandYou is powered by machine learning which is technology still in it’s infancy – a couple years away, in my opinion, from becoming mainstream.
Speaker: Laura Noonan, Chief Revenue Officer at CallFinder + Angie Kronlage, Director of Program Success at Working Solutions + April Wiita, Vice President of Program Success at Working Solutions
Are you still manually reviewing calls? 🤔 It's time for a change! The traditional method of manual call monitoring is no longer cutting it in today's fast-paced call center environment. Industry experts Angie Kronlage and April Wiita from Working Solutions are here to explore the power of automation to revolutionize outdated call review processes!
Amity
MARCH 24, 2016
Founded in 2009, Vend is a retail POS Software, Inventory Management, E-Commerce & Customer Loyalty for iPad, Mac and PC. Vend helps over 15,000 customers worldwide easily manage and grow their business in the cloud. We sat down with Monique Steele, Director of Customer Success, to discuss how Customer Success has evolved at Vend over the last 3 years.
Customers That Stick
MARCH 24, 2016
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Experience Matters
MARCH 21, 2016
In a recent speech I gave at the Customer Experience Professionals Association (CXPA.org) CustomerSpark event in Dallas, I talked about the importance of focusing on emotion. Give that we’ve called 2016 “The Year of Emotion,” this will be a popular topic for Temkin Group this year. Here’s a short snippet from my speech where I discuss the […].
Magellan Solutions
MARCH 23, 2016
By providing reliable inbound customer service, companies make it easier for customers to reach out to brands and voice their concerns. Company representatives, from their end, are expected to know all the answers to any questions customers might ask. They’re also expected to know when to escalate complaints to the appropriate contact persons. The point of all these is to arrive at customer engagement solutions that will benefit both the brand and the customer.
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Think Customers
MARCH 24, 2016
Gone are the days when product quality, price, and customer service were enough to win customers. Today customer experience--how customers feel about a brand and their encounters with the brand--is the new battleground. But customer experience itself has become a commodified term. At the Adobe Summit in Las Vegas, Adobe attempted to put a fresh spin on efforts to help businesses better engage and serve customers with a stable of new product rollouts and upgrades.
Michelli Experience
MARCH 23, 2016
Based on the opinion of many people far smarter than me, it appears that humans have been on a journey to bring order to chaos from the beginning of time. In fact, the great graphic artist M. C. Escher once noted “we adore chaos because we love to produce order.”. So think about the world today and the chaos which envelops you and your customers. A few moments of reflection result in the conclusion that UNCERTAINTY ABOUNDS!
Topdown
MARCH 22, 2016
Chicago, Illinois, May 10-12. I’ll be a presenter at Document Strategy Forum ‘16 in Chicago, Illinois, at 3:00 p.m. on Tuesday, May 10, 2016. My presentation, “ Overcoming Legacy System Challenges to Support Your Digital Channels ,” focuses on how to move beyond being document/print-focused to a mindset of digital-first communications that adapt well to whatever channel by which your customers choose to engage with you.
Eptica
MARCH 23, 2016
Date: Wednesday, March 23, 2016 Bridging the gap between purchase and service. Published on: March 23, 2016. Author: Chris Eideh For the majority of us, buying something that we really want gives us an emotional buzz. Whether it is a car, TV, clothes or even something as small as a book or new headphones, getting our hands on a new purchase makes us happy.
Speaker: Nicholas Zeisler, CX Strategist & Fractional CXO
The first step in a successful Customer Experience endeavor (or for that matter, any business proposition) is to find out what’s wrong. If you can’t identify it, you can’t fix it! 💡 That’s where the Voice of the Customer (VoC) comes in. Today, far too many brands do VoC simply because that’s what they think they’re supposed to do; that’s what all their competitors do.
Steve DiGioia
MARCH 24, 2016
yesterday's service awards won't help your upset customer today! This original article was written by Steve DiGioia. The hospitality industry is the most unique in the business world because we don’t sell a product. We sell “ service.”. Whether it’s the hotel rooms, the soothing spa, a great Olympic-sized pool or multiple fantastic restaurants throughout a resort, they mean nothing to the guest if the overall experience is lacking.
CX Journey
MARCH 24, 2016
Image courtesy of avrene Today I'm pleased to share a guest post by Adam Rogers at Kayako. There is an abundance of metrics out there that can measure the quality of your customer support. But which one really shows how loyal your customers are? When measuring customer support, metrics help you see whether the service you’re providing meets the expectations of your customers.
Think Customers
MARCH 22, 2016
I recently took my mother to a community theater performance of "The Music Man." Since my mom is in her 80s and has some trouble getting around, I picked a theater close to where she lives that would be easy for her to navigate. We both enjoyed the show a lot and it was great spending the day with her. The story I'm about to share isn't really about the theater experience but a related customer experience that occurred earlier in the day.
Kayako
MARCH 24, 2016
Have you ever read documentation and ended up feeling more lost than before you read them? I know that happens to me all the time. I generally want to solve problems myself , but sometimes the documentation just makes my head spin. Eventually I have to give up and reach out to support instead. Why does that happen? What was it about the documentation that just left me confused?
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Customer experience was once considered a soft metric, or a “nice to have.” But it is now a board-level priority for many brands. The experience you provide your customers is a defining way to differentiate your business from the competition. But how can you really make CX a priority when you have competing budget and resource constraints? With customer experience automation, organizations can leverage AI and automation to make it faster and cheaper to provide a superior customer experience acro
Provide Support
MARCH 22, 2016
The world is rapidly changing, and so is customer service. If you think your business is offering outstanding service now, the truth is that with the ever changing customer expectations, what seems satisfactory today might simply be outdated within half year. Is your organization keeping up with the pace? As customer service and customer experience have become key diffentiators for brands across all industries worldwide, it has never been more important to know as much as you can about your cust
Experience Matters
MARCH 23, 2016
We published a Temkin Group report, The Federated Customer Experience Model. Here’s the executive summary: When a company starts its customer experience (CX) journey, it often establishes a centralized team to build the necessary internal capabilities and catalyze change. However, that team’s effectiveness can be limited by a number of things, including divided attention within lines […].
Michelli Experience
MARCH 25, 2016
Living in the information age where there’s YouTube, from which hours are consumed for entertainment, as well as different social media platforms like Facebook and Twitter—everything has evolved to accommodate a more visual and tech-savvy generation. Companies, together with their tech support divisions should consider incorporating videos in their operation, as it has become a channel where people absorb tons of complex information nowadays.
CSM Magazine
MARCH 23, 2016
Providing good customer service just isn’t enough anymore. Encourage your team to take customer service from bland and boring to knock-your-socks-off spectacular with these five tips. 1. Engage your customers. Step into their shoes. Understand where they’re coming from. Listen. Empathize. Customers want to be heard. They want to know that your team cares about their problem.
Speaker: Liran Meir Frenkel, Performance Management and RPA Sr Product Marketing Manager at NICE; Harpreet Makan, Practice Director at Everest Group; & Santhosh Kumar, Practice Director at Everest Group
As contact centers navigate the challenges of delivering excellence within budget constraints and adapting to evolving employee expectations, optimizing agent tasks becomes crucial. Discover a holistic approach across three pillars - people, process, and technology - that is essential to excel in this dynamic landscape, and explore how next-gen technologies such as generative AI, performance analytics, and process intelligence play a pivotal role in transforming contact centers into advanced CX
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